Effect of Service Recovery to Customers Satisfaction on Lion Air Users
M Rizki Ubaidillah(1*), Heny Hendrayati (2) , Ratih Hurriyati(3), Lili Adi Wibowo (4)

faculty of economics and business education, Universitas Pendidikan Indonesia, Jl. Dr. Setiabudi No.229, Isola, Kec. Sukasari, Kota Bandung, Jawa Barat 40154 Indonesia
*rizkiubaidilah[at]upi.edu

Abstract

Service failure or failure to provide services to consumers often occurs in companies, one of which is the Lion Air company, there are many complaints about flight services from Lion Air due to delays and lost baggage, therefore there must be a strategy to overcome problems that often occur in Lion companies. water. The purpose of this research is to determine the effect of service recovery on customer satisfaction at lion air company. The method used is descriptive quantitative method with a population of 100 Lion Air passengers using a simple linear regression data analysis technique by collecting data by distributing questionnaires to Lion Air passengers. Based on the research results, it can be seen that there is a positive effect on service recovery on customer satisfaction. Therefore, to increase customer satisfaction, service recovery must be improved at Lion Air Company.

Keywords: Service recovery-service failure-customers satisfaction-complain-lion air

Topic: Marketing Management, Relationship Marketing, Service Marketing